SOP Coach: Reimagining Performance Support for Healthcare Service Partners

Year:

As part of a Healthcare UX certification program, I explored how frontline healthcare service partners navigate complex SOPs, decision rules, and customer interactions while working across multiple systems. Initial research and stakeholder feedback revealed that the primary challenge wasn't access to training, but applying knowledge during live customer conversations when accuracy and speed mattered most.

The project began as a traditional learning solution focused on organizing SOPs and practice activities. Through user feedback and UX analysis, I reframed the problem and redesigned the experience into a flow-of-work support tool. The final concept, SOP Coach, separated learning from performance by providing two distinct experiences: a Practice Mode for skill development and reinforcement, and a Live Support Mode that delivered guided workflows, escalation triggers, decision support, and next-step recommendations during real customer interactions.

The project demonstrates how UX, learning design, and performance support can work together to reduce cognitive load, improve decision-making, and help frontline teams perform confidently in high-pressure healthcare environments.

Target Audience: Offshore Healthcare Service Partners and Operations Team
Technology Used: Anything.AI and CoPilot
Format: Interactive Web-application protoype